T-Mobile

In an industry characterized by ever-increasing competition, T-Mobile’s vision is to become the mobile phone sector’s most reputable service provider. To achieve this goal, T-Mobile not only depends on the high quality of its solutions but also on customer service excellence.

2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.

LTE is spreading across the globe. Yet Mobile Service Providers still have to figure out how to best leverage the speed and capacity that LTE brings to create value for their customers – not to mention how best to generate more revenue.

Still leading the way in terms of the number of customers is Verizon Wireless. With 118 million subscribers, it is just a little ahead of its nearest rival AT&T, who have around 107 million subscribers. In terms of where both were one year ago, this represents only a 2% increase for AT&T but over a 7% increase for Verizon Wireless.

Those who prefer the status quo must have been shocked when T-Mobile announced its new JUMP program (Just Upgrade My Phone) at yesterday’s media event. This new program lets customers upgrade their phones whenever they want – up to two times in a year.